Complaints
This profile includes complaints for Cox Communications's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 130 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********** ******* tried talking us into a package with cell phones, but I said absolutely not. So she tinkered with the "promotional rates" and said that should fix it. I asked **** if Cox would give us something in writing showing our rate was guaranteed. He said he could not do that. So he scribbled $179.56 on a piece of scrap paper (attached) - no signature, no name - just a scribble on a piece of paper - and that was supposed to be my "rate assurance." When I logged onto our bill this evening, the issue is STILL not fixed. Now it is saying we owe $189.55.
I am fed up with Cox's games. I have never dealt with a company so unprofessional. There should be a flat rate for services and stop all this "promotional discount" madness. What I am looking for is something guaranteeing what we were promised - a rate of $179.56 until Aug 2025.
Business Response
Date: 09/15/2023
We
would like to thank the BBB for the opportunity to assist a valuable customer.
Please let me begin with an apology for any inconvenience our customer may have
experienced. It is certainly not our intention to cause any frustration.
We assigned an Executive Resolution Specialist to review your account, on 09-15-2023 our Specialist reviewed your concerns and saw that on 09-08-2023 the store representative did correct the issue and your monthly rate is $179.55 with Estimated taxes included, however the representative did not issue a credit to the current bill, that was mentioned for the $189.55, so we have applied the $10.00 credit to correct that, we confirmed the price lock is on the account, and the discounts as well, expiring August 2025, our Executive Specialist attempted to contact you today to share all of this with you, but received no response, he did leave a voice message including his direct contact number if needed, on the number provided in the complaint, but at this time no further action is needed on the part of cox or the customer we have applied the $10.00 credit to correct the issue, everything else was already in place by the store representative on 09-08-2023, feedback will be sent to the parties involved as it negatively impacted our customer experience and we truly apologize for the experience you encountered.
It
is always our goal to provide our customers with exemplary customer service. As
a customer service-oriented company, we know that our success largely depends
on our customers' perception of our employees, as well as our company. Once
again, we would like to apologize for the frustration that the customer has
experienced.
We
appreciate the opportunity that the BBB has given to us to assist our customer.Initial Complaint
Date:09/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have had a few more outages. We seen to have one a week it is getting ridiculousBusiness Response
Date: 09/19/2023
We made multiple attempts to speak with our customer. Is she would you like to speak with a representative, she may contact us at the phone number provided. Thank you.Business Response
Date: 01/04/2024
We have attempted to reach out to the customer at the email address listed on the account on January 2, 2024. At this time, we have not heard back from the customer. The customer can feel free to reach back out to us via email or phone.Initial Complaint
Date:09/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My internet service has been on/off due to technical issues for many months now. The system and agents always act as if this is the first time this has happened to me each time I contact them. I do receive some type of credit for the outage. However, my concern is that these outages continue to happen and considering I work from home it causes disruption in my daily work life. I do not have time to call them every time an outage occurs so I try to chat with an agent. Half the time I cannot get an agent online. I am asking that COX stops any billing of their services until 30 days of continuous service without downtime. Most importantly, identify the issue and get it fixed for good.Business Response
Date: 09/07/2023
We would like to thank the BBB for the
opportunity to assist a valuable customer. Please let me begin with an
apology for any inconvenience our customer may have experienced. It is
certainly not our intention to cause any frustration.
We have contacted the customer directly to
address their concerns and are working to provide a successful resolution.
It is always our goal to provide our customers
with exemplary customer service. As a customer service oriented company, we
know that our success largely depends on our customers' perception of our
employees, as well as our company. Once again, we would like to apologize for
the frustration that the customer has experienced.
We appreciate the opportunity that the BBB has
given to us to assist our customer.
******** **
Executive Resolution Specialist
Cox Communications, Central Region
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